Call center load balancing and routing management

Abstract

Systems and methods solve functions relating to load balancing, call routing, and costs in call center networks for specific parameters. Systems and methods can also utilize machine learning to provide specific parameters relating to load balancing, call routing, and costs in call center networks.

What is claimed is: 
     
       1. A computer-implemented method, comprising:
 executing, using a processor, computer code stored on non-transitory computer readable media, wherein the computer code when executed effectuates operations comprising:
 receiving current loading parameters associated with a call center network, the call center network having a call center network architecture; 
 identifying at least one of a load balancing algorithm or a routing algorithm based on the call center network architecture; 
 determining, using machine learning trained from past performance data of the call center network, solution parameters for the at least one of the load balancing algorithm or the routing algorithm based on the current loading parameters; and 
 solving a penalty function based on the current loading parameters, the call center network architecture, and the solution parameters. 
 
 
     
     
       2. The method of  claim 1 , wherein the operations further comprise:
 determining call center performance data based on the solution parameters, wherein the call center performance data is used in solving the penalty function. 
 
     
     
       3. The method of  claim 2 , wherein the call center performance data is generated from a model of one or more call centers. 
     
     
       4. The method of  claim 3 , wherein the operations further comprise:
 generating the model of the one or more call centers; and 
 generating model loading parameters for the model. 
 
     
     
       5. The method of  claim 1 , wherein the operations further comprise:
 comparing a solution to the penalty function with a plurality of additional penalty function solutions based on a plurality of additional solution parameters. 
 
     
     
       6. The method of  claim 1 , wherein the operations further comprise:
 providing the solution parameters to at least one call center network element, wherein a solution to the penalty function based on the solution parameters has a lower target deviation than that of at least one call center network element. 
 
     
     
       7. The method of  claim 1 , wherein the penalty function is five dimensional. 
     
     
       8. The method of  claim 7 , wherein dimensions include one or more of utilization rate, response time, abandonment rate, capture of high-propensity calls, and attribute matching. 
     
     
       9. The method of  claim 1 , wherein the at least one of the load balancing algorithm or the routing algorithm includes two or more routing algorithms. 
     
     
       10. A system, comprising:
 a computer device connected to a network; and 
 memory electronically coupled to the computer device, the memory comprising instructions that cause the computer device to effectuate operations for implementing:
 a call data module configured to receive current call center performance data associated with a call center network, the call center network having a network architecture; 
 a function module configured to identify a load balancing algorithm, a routing algorithm, and a penalty function based on the network architecture; 
 a solver module configured to solve deviations based on the penalty function based on a network load and parameters associated with the load balancing algorithm and the routing algorithm; and 
 a machine learning module configured to develop solution parameters for at least one of the load balancing algorithm and the routing algorithm based on the penalty function, wherein the machine learning module is trained on past performance data from the call center network. 
 
 
     
     
       11. The system of  claim 10 , wherein the network load is dynamic. 
     
     
       12. The system of  claim 10 , wherein the operations further implement:
 a model module configured to generate a model of a call center network including two or more call centers. 
 
     
     
       13. The system of  claim 12 , wherein the operations further implement:
 a load module configured to generate a plurality of simulated call loads to the model of the call center network. 
 
     
     
       14. The system of  claim 10 , wherein the penalty function includes two or more dimensions, wherein the two or more dimensions include utilization rate, response time, abandonment rate, capture of high-propensity calls, and attribute matching.